We've been going to Malbec Grill for years. This time, we stopped for a quick lunch. We were sat down by the host, and while waiting for our server, another group of 5 people sat themselves at the table next to us, which is fine, but while we were still waiting for our waiter, they had already ordered their meals and got the appetizers, while my wife and I still got nothing. Finally, I stopped one of the staff and asked if they could get us our waiter. This sorry looking girl came to take our order. Instead of at least saying welcome, or how are you, she looked like somebody killed her cat. This was not our first time eating there so I was really surprised by #1- the lack of speed and #2- attitude of this woman. We ordered what we wanted, and again waited and waited and waited. The appetizer finally came, which we promptly finished, and now again, we waited, and waited and waited. While we waited, the table of 5 that was sat maybe 5 mins after us already finished their main meal, the table next to us who just got their appetizers when we sat down at our table had already paid and left, and we were still waiting for our main meal. NOw, normally, if this was dinner, I have no issue waiting, as we go out to enjoy ourselves, but lunch on a weekday is about going in and out, fast, which this experience was anything but... Anyways, after almost 45 mins of waiting, I called our waitress and asked for a manager, to which she replied that she was the manager, another lie... I did not have time to waste, we were hungry and in a hurry, so I told her to forget about lunch, that we wasted 45 minutes of our time sitting here for nothing, and that we were leaving. I asked if I owed anything as a courtesy, expecting an apology at the very least, and a comp on the 1 piece of meatballs and 1 cup of salad she got us, but instead of apologizing, she said we owed her $8.40. Now, I need to make sure that everyone understands, that it was not about the $8.40 bill but rather the way we were treated. We have been going to Malbec for about 6 years, and while we may not be regulars, we do bring business in, but our "manager" was completely oblivious to that. I gave her my CC and told her again, that she will NEVER see us in this place ever again and that I would make sure everyone I know will hear how nicely customers are treated here. She then said she would comp us the $8.40. I was not going to lower myself to look like an ass looking for a freebie, so I paid the bill and walked out.
I left and called the number for Malbec and got this number- 305-878-2848. Turns out, you can only call it via Whatsapp which I did and when the person on the other side answered I asked if I could speak to the manager of the restaurant. The gentleman on the other side said to call 954-775-0641 and to speak to Wilmer... I thought that our "pleasant" waitress was the manager... So I called, and asked for Wilmer, who said he was the manager. I told him what had happened and asked if this is his restaurant policy to have every waiter and/or waitress present themselves as "managers". He then proceeded to tell me that she was an "assistant manager", again, another lie- I manage my own office. Have done so for over 25 years. I know a manager when I see one and if that thing that served us was a manager or assistant manager, then it is a miracle that this restaurant is still in business... I told the same to Wilmer. I also told him that in all the years we have been coming to their restaurant, we never ever had such a bad experience and to top it all, instead of the "assistant manager" at least apologizing, charging us $8 for a half ass appetizer was the icing on the cake that made me go ballistic.
I am in a service business and I fully am aware how bad news travels much faster than good news and it does not take much to get a bad reputation. As such, if I have an issue in my business, I do my very best to resolve it quietly and try and keep the customer happy, even if I have to reach into my own pocket to do it. At the very least, after speaking with Wilmer, I figured he maybe would have said something to the tune that he was really sorry, that it was unacceptable for us to have been treated this way and to come back and he would comp us a bottle of wine, or something like that- come back and lunch is on us- As a reminder, the lunch special is $15, hardly something that will break anyone's bank. Not asking for the world here, but a simple acknowledgment that they made a mistake, and that we, as a customer are appreciated. You would think that, but no. That is not how our conversation with Wilmer ended. He said that the next time we come, he would take care of us. I asked him what he meant and he only said he would take care of us. Well, based on how his "assistant manager" took care of us, I have zero desire to find out what he meant. There are other steak places we can go spend $50+ pp and be treated the way a paying customer should be treated... read more